WhatsApp Business API on

Microsoft Bot Framework

Expectations of CX are evolving

Customer experience is based on the perception of all customers’ interactions with a brand.

• Customer service

• Advertising/Marketing

• Brand awareness

• Sales process

• Product delivery

• Product usage

• Relationship philosophy

• Digital messaging has changed

communication styles

• Deliver a consistent experience across all

touch points throughout the entire

customer journey

CX

The complexity of today’s customer journey

The key to building up relationship with your customer is to treat every single encounter as

important and personal, to keep meanigulf itneractions accross every step of customer journey.

Happy customers engage more and buy more long-term

53%of customers are

more likely to buy

from a business

they can message.

Source: Facebook

86%of customers say

they would pay more

for a better customer

experience.

Source: Survey from Total Consumer

90% of consumers are more

likely to purchase more

at companies with

excellent customer

service.

Source: Hubspot

Why businesses choose WhatsApp for customer conversations

WhatsApp Business API

The average user checks WhatsApp more than

23 times per day.

68% of users agreed that WhatsApp is the

easiest way to connect with a business.

2 billion active users in over 180 countries

Today’s Communication Challenges

= COMPLEX

• Many providers / services

• Multiple account managers

• Various APIs and web

• Individual setup

• Continuous development

• Multiple security setups

• Multiple support channels

• Administration / legal / time

Integration: WhatsApp Business API with Bot Framework

.

INFOBIP

CHAT APPS

SMS Email Mobile App

MessagingRCS Web RTC

• WhatsApp Business API is part of Infobip’s omnichannel communication capabilities

integrated into Microsoft Bot Framework

Desired outcome

.

INFOBIP

CHAT APPS

SMS Email Mobile App

MessagingRCS Web RTC

• Enabling any Microsoft platform communication with customers over their preferred channel

• Infobip as a single point of contact for all communication needs od Microsoft users

Seamless customer experience through contextual communication

Get startedINTEGRATION

WhatsApp Business API & Microsoft Bot Framework

Provided by Infobip (contact us):

• API key

• Base URL

• WhatsApp number

Infobip credentials

• Add Infobip adapter to your bot

• Process described on Infobip

Docs and on the slides

afterwards

Install Infobip adapter

WhatsApp onboarding

1

2

3

How Infobip is helping customers onboard to WhatsApp Business API

WhatsApp Business API

SENDER

REGISTRATION

Managed by dedicated Infobip

team

INTEGRATION

& SETUP

GO LIVE

Connect with Infobip:

• HTTP REST API

• web interface

Connect with Bot:

• Set webhook URL and

secret on customer account

Communicate with your

customers across the

entire customer journey

1 2 3

Onboarding procedure

• Step 1: Client onboarding procedure

‣ Creating Production WhatsApp Business API

‣ Adding Test Sender

• Step 2: Technical integration and Test

‣ Adding phone number & display name

‣ Approve On-Behalf-Of Request & submitting to Facebook Business Verification

• Step 3: Review

‣ Facebook Business Verificatoin

‣ Policy review

‣ Display Name

‣ Template review

• GoLive

‣ With Customer Initiated Conversation

‣ With Paid Notifications

WhatsApp Business API

Onboarding procedure

WhatsApp Business API

WhatsApp

Business Solution Pricing

Solution Pricing Pricing model of WhatsApp Business Solution consists of

following building blocks:

WhatsApp Business API

For more information contact us.

Why Infobip?

Global presence. Local reach.

€200bn+Totaladdressable

market

850+Engineers

600+Directoperator

connections

2k+Employees

globally

60+Officesacross

the globe

9.5k+Unique Active

B2BCustomers

• Global CPaaS Leader

• Widest reach of connectivity on the

planet

• Only player with global reach of >200

countries

• #1 Global Communication Channels

Vendor

• Largest global MNO network

1. Creating new business models

2. Driving revenue growth

3. Engaging customers with new services and experiences

3 Key Business Challenges Today:

We create seamless interactions between

businesses, people and things

Create a positive company for

employees and the community

As a global company, we interact

with almost 2/3 of the population

Enable life changing interactions

for every human being on Earth

VISION

Recognitions & Rewards

Customer success stories

10X 4–5X 19%

Ilya Schirov

Senior Vice President at Raiffeisen bank Russia

“Adding WhatsApp as a customer service channel proved to be a

tremendous success – we increased our NPS score by 19% and

reduced the costs associated with our contact centre by 10-fold.

The customers love it – they use it four times more than other

instant communication channels.”

WhatsApp customer service channel reduced cost per contact by 10x

decrease in

customer service

costs

increase in

popularity for

WhatsApp as a

communication

channel

Boost in Net

Promoter Score

Full case study https://www.infobip.com/customer/raiffeisenbank

290.000 14X

Mariana Gonçalo

Senior Marketing Manager at Unilever

“When we aired the campaign, Infobip was there in real-time,

following everything that was going on with the bot. We had to

make a bot script change in the middle of the day, and Infobip did

it superbly quickly, without impacting consumer interactions.”

How WhatsApp helped Unilever Brazil increase online sales by 14x

Exchanged

messages in

7 days

times higher salesBoost in Net

Promoter Score

Full case study https://www.infobip.com/customer/unilever

12.000Unique users in

7 days